Production Agent (Level 1) – Customer Support

About the role

The Production Agent (Level 1) provides technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly, meeting service level agreements while maintaining high-quality documentation.

Key responsibilities

• Manage client transactions and support requests in accordance with quality standards.
• Field incoming calls and emails courteously, recording user details and problem descriptions.
• Update personal availability in the RAVE system to optimise process productivity.
• Log, track, and document all queries, steps taken, and outcomes.
• Follow standard procedures to resolve issues within SLA limits.
• Maintain internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate critical issues to the Team Leader when necessary.
• Provide step‑by‑step guidance on product navigation and features.
• Conduct follow‑up calls to capture feedback and ensure compliance.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to diagnose and troubleshoot technical problems efficiently.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product updates and participate in training.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking software for call and email management.